Due to the recent internal investigation
I was treated rudely today by the Southwest relationship rep, Shana. I asked questions concerning their recent investigation and asked for a refund, I was FLATLY refused. There was no customer relations going on just a very defensive attitude. I was referred to their carriage agreement and their web-site with the official statement which I have already read. I have worked in the customer relations department of my company for many years and we are often instructed not to comment on issues however we are instructed to take escalations to the next level!! If a customer is asking for a refund that is not our call it would need to come from someone higher up the ladder. There was not an explanation provided as to why I could not have a refund I was basically told I would have to live with it because it is what I signed up for in the carriage agreement nor was I referred to a more skilled individual. The message that Southwest is sending is that they are not concerned about the safety or general mental well being of their passenger's. They are preoccupied with their margins and bottom line. The safety and well being of my family is a concern of mine. The burden of their mistake has now been placed on the consumer. Consumers have not been provided any options that are favorable. Either fly with Southwest or rebook with another carrier at your own expense. Southwest does not appreciate the position they have put the consumer in and are making NO concessions for it. I don't appreciate my concerns being taken lightly or Southwest not determining a favorable solution for the consumer. Thanks Southwest!
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